We performed a comparison between BMC Helix ITSM, Serviceaide ChangeGear , and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"It provides a good user experience."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"Technical support has been fine."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."
"We have found the service easy to use, although, we have ended up customising a lot of parameters."
"Data in reports and dashboards are easily accessible."
"Change management is most valuable."
"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."
"The solution has very good automation tools."
"BMC Helix ITSM should improve its price."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"The dashboard can be better."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"It needs to be more comfortable for the end-user."
"Log in process is unnecessarily complicated."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"ServiceNow doesn't cater to the Middle Eastern market."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
"The high price is a huge barrier in Portugal."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"An area for improvement would be the accessibility of downloaded and compressed files."
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